Payment Disputes & Chargebacks
Last updated: October 24, 2026. ASCEND aims to resolve order and billing concerns promptly and fairly. For help, email info@ascendny.co with your order number and a description of the issue.
We're here to help
If you have a problem with a shipment, product, refund, or charge, contact us so we can investigate and offer an appropriate resolution. You may also contact your bank or payment provider at any time; contacting ASCEND first is encouraged, not required.
Unauthorized transactions
If you do not recognize a transaction, notify your financial institution promptly and contact our support team. We may investigate suspected fraudulent orders, decline high-risk transactions, and cooperate with payment providers.
Preorder transactions
A preorder may be charged at checkout before manufacturing and shipment. The product's estimated shipping window should be provided before purchase. For qualifying delays, non-delivery, or canceled orders, customers retain applicable refund and cancellation rights; see our Shipping & Preorders and Returns & Refunds policies.
Reviewing payment disputes
When a chargeback or payment dispute is opened, we may provide relevant evidence to the processor or card issuer, such as an order confirmation, checkout disclosures, customer communications, transaction verification details, tracking, and delivery records. We may contest disputes when evidence supports the transaction. The payment provider or financial institution decides the outcome.
Your rights
This page does not prohibit chargebacks, impose fees for valid disputes, or waive any rights under applicable payment-card rules or consumer protection law.
Customer support: info@ascendny.co